Choose a destination and review the tours
or hotels listed. When viewing the information for your
selected hotel or tour, you will note the rate or fare in
the page. Once you have chosen a hotel or tour, click the
"Book Now" icon. This will take you to the booking
form. Please complete this form and submit it by clicking
on ‘Submit’. Once you have submitted your reservation
are being processed.

2. What happens once my reservation is placed
with the pulaupulau.com?

Our travel advisors will immediately
contact our local land operator or hotel with your request.
Upon confirmation from our local land operator or hotel,
a reservation is then made.

If not instantly, then usually within
24-48 hours, our travel advisors will send you a confirmation
voucher detailing the reservation and the payment.

This confirmation voucher can then
be presented upon arrival or check-in at the hotel.

3. When will my booking be confirmed?

We will contact our land operator or the
hotel and normally confirm your booking within 24-48 hours.
We will notify you by e-mail the moment we receive confirmation
or any changes in your booking status.

4. Are your hotel rates per room or per person?

All of our listed rates are per room, normally
for either 1 or 2 persons. In the case of a 3rd or 4th guest
in a room, every hotel has a different policy as to whether
you will be charged for an extra bed or not. After your
booking has been confirmed we will send you an invoice indicating
your extra charges. As a generic rule, children under
the age of 12 travel free or hare charged half price.

5. Can I make a reservation directly through
the hotel?

The special rates listed on our web site are only available
through our service. If you would like to make a reservation
directly with the hotel you will need to contact them directly.

6. How do I check-in at the hotel?

Simply present your hotel voucher to the
hotel's reception staff. Since the hotel already has your
booking on record, your email hotel voucher is not essential,
but may be useful as verification and for contact information.
If for any reason you should need a duplicate, please do
not hesitate to contact us giving your booking reference
number.

7. What does run of house (ROH) mean?

This is the standard room offered by the hotel and is
often available by different room type (single/double/twin).

8. Do I need to pay for my accommodation or
tour immediately?

pulaupulau.com is a travel website in
that although we request your valid credit card details
to secure your booking, we do not charge anything to your
account until we comfirmed your booking. (You will be informed
of the exact payment date and amount in your confirmation
email).

9. What credit cards do you accept?

We accept payment by Visa and Master Card.

10. Can you send me a separate invoice for
my booking?

Yes. We will be pleased to send a printed invoice on company
headed paper if requested.

11. What is the cancellation policy?

CANCELLATION PERIOD
In the event of a confirmed booking being cancelled / partially
cancelled, a cancellation charge will be levied. Any cancellation
received will incur the following cancellation charges:-

AccommodationIf notification of cancellation is received
after booking is confirmed (check-in voucher
issued) or payment is done, there will be no cancellation
charge except for a 35% or RM100 (whichever higher)
of administration fee.

If notification less than 10 Malaysian business
days before check-in date - 1 night room charges

If notification less than 7 Malaysian business
days before check-in date - 100% of the total room
charges

No Show - 100% of the total charges

Booking under Promotion Rate - No cancellation or
amendment is allowed.

Tours, Transfer and Packages
If notification of cancellation is received after
booking is confirmed (hotel check-in voucher issued)
or payment is done, there will be no cancellation
charge except for a 35% or RM100 (whichever higher)
of administration fee.

If notification 15 Malaysian business days
before check-in date - 50% of total charges

If notification less than 10 Malaysian business
days before check-in date - 100% of total charges

During Peak Season and
Public Holidays, there will be no cancellation acceptable
and there will be no refund.

12. How to cancel or amend my booking?

To cancel or amend your reservation,
you must do one of the following:

Cancel by sending us an e-mail (info@pulaupulau.com)
with the word "CANCEL" in the subject line and
quoting your booking ID e.g. ID123485 if you have one. If
you do not have a booking ID, please send the hotel name,
location, guest name and relevant dates.

Or telephone us direct: (Malaysia) +6 0321448800

Failure to do so will result in you being
subject to the conditions described above so it is imperative
that you let us know as early as possible.

13. What is the security policy?

The secure booking form and credit card
information input form uses Secure Socket Layer (SSL) technology
to ensure that your al information remains secure
and private. This process takes the information you enter
and converts it into code that is securely transmitted over
the Internet. This scrambled data cannot be read as the
information travels directly to our secure server.

14. Who operates pulaupulau.com? Can I be
sure that I am using a legitimate service?